New College Lanarkshire is committed to providing high-quality customer services. We value your feedback and use this information to help us improve our services.
We recognise that occasionally things do go wrong and that you may be dissatisfied with our services. When this happens, the sections below are designed to help you.
We're committed to finding new ways of doing things. To do this, we provide a number of ways for you to submit your complaints, feedback and suggestions.
We take all complaints seriously and deal with them fairly, sensitively, quickly and in confidence. We will aim to resolve your complaint quickly and at first point of contact and only where appropriate initiate a more detailed investigation.
At all stages of the complaints process, the College will adhere to this Complaints Handling Policy, and will operate within the framework of the Freedom of Information (Scotland) Act 2002 and in compliance with the General Data Protection Regulation and Data Protection Act 2018.
What is a complaint?
We regard a complaint as an expression of dissatisfaction by one or more customers about the college’s action or lack of action, or about the standard of service provided by the college or on its behalf.
What is not a complaint?
There are some things we can’t deal with through our complaints handling procedure. These include:
• a routine first-time request for a service
• a request for information or an explanation of policy or practice
• a disagreement with academic judgement
• a claim for compensation against the college
• issues that are in court or have already been heard by a court or tribunal
• disagreement with a decision where a right of appeal exists, for example the academic appeals process
• a request for information under the Data Protection or Freedom of Information Acts
• a grievance by a member of staff
• an attempt to have us reopen or reconsider a complaint we have concluded or given our final decision on.
If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.
We would be happy to hear any feedback you may have which would assist the college in improving your experience at NCL.
How do I make a complaint?
You can complain in person, by phone, in writing, by email or by completing New College Lanarkshire Complaints Form and returning it:
The complaints form can also be made available in hard copy or in alternative formats on request by calling 0300 555 8080
Scottish Public Services Ombudsman (SPSO)
As a public service provider New College Lanarkshire follow complaints procedures as outlined by SPSO
The Freedom of Information (Scotland) Act 2002 (FOISA) provides individuals with a right of access to all recorded information held by New College Lanarkshire. Anyone can use the right, and information can only be withheld where FOISA expressly permits it.
To enable the College to manage complaints effectively, it is necessary to process personal information. For details on how your personal information may be used if you make a complaint, please read our Complaints Privacy Notice.